Customer Retention Manager

Customer Retention Manager job at Hearst UK, responsible for retaining and maximizing value of subscribers and membership base across 13 brands. The role involves leading retention and engagement strategy, managing contact centre performance, and driving customer lifetime value.

Requirements

• Proven experience in lifecycle marketing, retention, CRM, or customer marketing, ideally within a media or subscription-based business
• Experience managing or mentoring team members, with strong leadership and coaching skills
• Experience working with or managing contact centre or customer care relationships, with a strong understanding of save and winback mechanics
• Strong analytical capability, with the ability to interpret data and translate insights into strategy and action
• Excellent communication skills, with the ability to craft compelling, personalised customer messaging across both digital and assisted channels
• Strategic thinker with a test-and-learn mindset and a focus on continuous improvement
• Strong understanding of CRM platforms and segmentation techniques
• Highly organised, with strong project management skills and the ability to manage multiple priorities
• Collaborative and stakeholder-focused
• Creative problem solver with a proactive approach to improving customer experience and retention outcomes
• Strong awareness of industry trends, best practices, and emerging technologies in retention marketing

Benefits

• Good Housekeeping Taste and Beauty Testing Panels
• Office sample sales with luxe beauty steals
• Specsavers eye care, Health Cash Plan, and access to mental health support
• Discounted gym memberships and Cycle to Work scheme
• Location Flex and Holiday Exchange
• Charity Day and wellbeing resources
• Hearst ERG Groups
• Workplace Pension, Income Protection, Life Assurance, and Season Ticket Loan
• Salary Finance tools, Financial Wellbeing sessions, and Home Tech benefits
• Major discounts across London and everyday savings via the HAPI at Hearst app